Forrester Consulting’s The Total Economic Impact™ of Verint study, commissioned by Verint, found that by using speech analysis to better understand cross-selling strategies and providing agents with customer information in real time allowed organizations using Verint to improve cross-selling in their customer engagement centers.
“We used Verint to understand what folks are talking about during successful cross-selling calls and we increased our cross-selling from $800,000 to $1.2 million.” – Workforce Manager, Healthcare
Contact center leaders are racing to keep costs down while still providing superior customer service. In today’s call centers, this task is tougher than ever.
So, what should you do to deliver a great customer experience (CX) and get a leg up on the competition? Organizations that come out on top are adopting these two best practices:
Implementing contact center solutions that allow you to do both of these practices exceedingly well is critical if you want to have a competitive edge.
Workforce Optimization helps you increase productivity and improve customer experience by optimizing agent staffing, coaching and performance. However, to stay ahead in today’s competitive landscape, workforce optimization alone simply isn’t enough.
Leading brands are retaining their top agents by providing flexibility and a satisfying work-life balance. They meet the needs of the new generation of employees by leveraging modern technology and experiences.
Call center software enables organizations to provide exceptional customer experiences by engaging employees and agents.
Workforce Engagement is the next step in the evolution of workforce optimization. Workforce Engagement software combines the contact center solutions used to optimize staffing, coaching, and performance with real-time tools to optimize engagements across channels in the cloud.
Optimize call center agents’ schedules, easily evaluate service quality, access real-time analytics to see agent performance, and customer experience.
Automation takes the pressure off businesses, which are rapidly reaching the breaking point. With contact center solutions like automation, you can offload manual, repetitive tasks so your employees can focus on work that matters. By automating routine tasks, you not only help agents do better work but increase their engagement and improve their performance.
You can leverage automation to handle the increasing volume of customer interactions without increasing headcount.
The call center software of the future enables you to resolve issues faster and strengthen customer relations with personalized routing and accelerated service times.
Organizations who take advantage of the automation capabilities available with call center software will win the race for customer loyalty.
Leverage the best technology for outstanding customer and agent experiences with contact center solutions. Our award-winning technology helps organizations enhance customer experience and engagement while improving operational efficiency.
Increase productivity and meet employee needs by going beyond workforce optimization with Verint’s Workforce Engagement call center software. Harness the power of highly engaged employees to improve quality and make every customer interaction result in satisfaction. Retain talented employees by providing them with the modern tools they demand.
Invest in automation capabilities that allow you to handle more customer interactions without hiring more agents. Provide superior customer service while keeping costs down.
To prepare for the future, you must make strategic investments in call center software that is innovative and offers the services you need now as well as in the future. Verint contact center solutions prepare your call center with simplified solutions for complex issues, modern technology, and time-saving automation.
Connect and integrate your customer engagement ecosystem with Verint’s open and vendor-neutral solutions. Accelerate your move to the cloud with technology that lets you innovate faster and avoid upgrade hassles. Our API-first approach allows you to modernize your call center at the right pace for your organization.
Are you ready to stand out from the competition? Start your contact center transformation now.
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